Hotel Hacienda de Castilla

I booked three nights and realized after checkout that my new AirPods Pro (2nd generation) were missing from my luggage. I hadn't used them since landing in Cancún. For two days, I tracked them with Find My. The location moved between the hotel and a nearby residential area, so I suspected someone on the hotel staff might have them. I even had the exact address from the tracker. I told the hotel manager right away. She apologized and said privacy policy meant she couldn't do anything. I kept returning to the hotel over the next two days to try to resolve it, but got no help and nothing was done. It caused stress and wasted time during my trip. Be careful with your belongings if you stay here. This could have been my passport or something else valuable, not just AirPods. If the manager can only say sorry, I'd say they're running a good coordination business. Thankyou , for the great service Hotel hacienda da castilla!!! Great Job!

For several days after checkout, I tracked my missing gadget on my phone, and it kept showing up at the hotel premises each night. I spent two full days sharing clear proof and talking to staff and management, but nothing was resolved. Personal belongings were stolen from my bag, and the hotel management refused to act despite the evidence. This was the worst hotel experience I've ever had. I'd strongly advise others to be cautious and avoid staying here.

The staff were so kind and helpful, and they made me feel at home. The hotel was clean and in a very good location. I'd come back :)

They say the showers have hot water, but over three stays totaling 22 nights, I only got a hot shower three times. Cold showers most mornings are okay, just not brilliant.